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3.1 Overview

Access to KB Articles is controlled both on Access to Categories screen by configuring categories that the article belongs to and on Access to Articles screen for individual read-only access control.

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Important Notice:

Download links to PDFs, documents, and media are not protected.

Access Levels

No access – KB Group and its users cannot access and see the given content.

Even if a user finds or is given the URL to the content, they still should be denied access.

Read-only access – KB Group and its users can view the content but not create, edit, or delete it.

Full access – KB Group and its users can view, create, edit, and delete given content.

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Note:

A user can have a mix of access levels depending on the article and category. For example, a user can have read-only access to Category A but full access to Category B and no access to Category C. The same applies to articles.

KB Restriction Status

Based on whether any KB Category and KB Article is accessible to the public, a given Knowledge Base can have one of the following statuses:

Public – Anyone can view all the Knowledge Base content.

Public-Restricted – Some content is accessible to anyone (public) and some content is restricted to KB Group(s) (restricted).

Restricted – The user has to:

Log in into their account to access given content.

Be part of the KB Group that has access to the given content.

For some operations like creation, edit, and deletion the user also need to have a specific KB Role.